Snapshot 51875
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Scripts and page chrome removed; this is what change detection compares.
{
"incidents": [
{
"created_at": "2026-09-16T11:51:45Z",
"id": "01M2N0Y11MT015N7214K8Z8PAH",
"impact": "minor",
"incident_updates": [
{
"body": "All services are presumed to be restored to normal operations. For more information please refer to [this status page.](https://status.salesforce.com/incidents/20004433)",
"created_at": "2026-09-16T17:19:03Z",
"display_at": "2026-09-16T17:19:03Z",
"id": "01M2NKNAGQA6BS65W8CVE8WYBZ",
"incident_id": "01M2N0Y11MT015N7214K8Z8PAH",
"status": "resolved",
"updated_at": "2026-09-16T17:19:03Z"
},
{
"body": "Fin for Salesforce customers may experience issues due to an upstream error. We have confirmation a fix is being worked on and will update here as soon as we know more.",
"created_at": "2026-09-16T11:51:46Z",
"display_at": "2026-09-16T11:51:45Z",
"id": "01M2N0Y11M8MAS50KT38JEZQXS",
"incident_id": "01M2N0Y11MT015N7214K8Z8PAH",
"status": "monitoring",
"updated_at": "2026-09-16T11:51:46Z"
}
],
"name": "Issues with Fin for Salesforce",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-09-16T17:19:03Z",
"status": "resolved",
"updated_at": "2026-09-16T17:19:03Z"
},
{
"created_at": "2026-09-09T15:55:55Z",
"id": "01M23E41WACM8EA0K46V2V89QP",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-09-09T16:05:10Z",
"display_at": "2026-09-09T16:05:10Z",
"id": "01M23EN04NYTHAT5X30FXRYB98",
"incident_id": "01M23E41WACM8EA0K46V2V89QP",
"status": "resolved",
"updated_at": "2026-09-09T16:05:10Z"
},
{
"body": "We're seeing issues with Intercom Messenger where Help Articles are not displaying. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-09-09T15:55:55Z",
"display_at": "2026-09-09T15:55:55Z",
"id": "01M23E41WA0ZY1KC41RD93WYFN",
"incident_id": "01M23E41WACM8EA0K46V2V89QP",
"status": "investigating",
"updated_at": "2026-09-09T15:55:55Z"
}
],
"name": "Messenger Help Articles not displaying",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-09-09T16:05:10Z",
"status": "resolved",
"updated_at": "2026-09-09T16:05:10Z"
},
{
"created_at": "2026-09-04T15:16:59Z",
"id": "01M1PFX639M0HRXYGFZG9E6YW0",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-09-04T15:55:36Z",
"display_at": "2026-09-04T15:55:36Z",
"id": "01M1PJ3WZZ0303WTTF0EZ1Z1PB",
"incident_id": "01M1PFX639M0HRXYGFZG9E6YW0",
"status": "resolved",
"updated_at": "2026-09-04T15:55:36Z"
},
{
"body": "We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-09-04T15:47:28Z",
"display_at": "2026-09-04T15:47:28Z",
"id": "01M1PHN028S2E064XSG4WV926C",
"incident_id": "01M1PFX639M0HRXYGFZG9E6YW0",
"status": "monitoring",
"updated_at": "2026-09-04T15:47:28Z"
},
{
"body": "We're seeing issues with Fin Agent responding to the first message of new inbound Conversations. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-09-04T15:16:59Z",
"display_at": "2026-09-04T15:16:59Z",
"id": "01M1PFX639E9D4F0PX1ZPC8ZVF",
"incident_id": "01M1PFX639M0HRXYGFZG9E6YW0",
"status": "investigating",
"updated_at": "2026-09-04T15:16:59Z"
}
],
"name": "Fin intermittent failures responding to first conversation messages",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-09-04T15:55:36Z",
"status": "resolved",
"updated_at": "2026-09-04T15:55:36Z"
},
{
"created_at": "2026-09-03T14:29:36Z",
"id": "01M1KTSPSFBJ50NX1M13608HHH",
"impact": "critical",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-09-03T14:41:32Z",
"display_at": "2026-09-03T14:41:32Z",
"id": "01M1KVFHSWYWKCPTDKJW5FZ8HV",
"incident_id": "01M1KTSPSFBJ50NX1M13608HHH",
"status": "resolved",
"updated_at": "2026-09-03T14:41:32Z"
},
{
"body": "We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-09-03T14:38:43Z",
"display_at": "2026-09-03T14:38:43Z",
"id": "01M1KVACPXH9D47PY8VW6ZM4NC",
"incident_id": "01M1KTSPSFBJ50NX1M13608HHH",
"status": "monitoring",
"updated_at": "2026-09-03T14:38:43Z"
},
{
"body": "We're seeing issues with Fin in Australia. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-09-03T14:29:36Z",
"display_at": "2026-09-03T14:29:36Z",
"id": "01M1KTSPSFTE4TQ5000A1HGER5",
"incident_id": "01M1KTSPSFBJ50NX1M13608HHH",
"status": "investigating",
"updated_at": "2026-09-03T14:29:36Z"
}
],
"name": "Fin failures in Australia region",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-09-03T14:41:32Z",
"status": "resolved",
"updated_at": "2026-09-04T13:53:15Z"
},
{
"created_at": "2026-08-26T14:26:29Z",
"id": "01M0Z7E7TYHZ6AHM14M297WNQA",
"impact": "major",
"incident_updates": [
{
"body": "Between 14:15 - 14:41 UTC Fin was slow to respond to conversations. We have identified the cause and do not expect recurrence. Apologies for the disruption.\n\nThere are more details available in the attached root cause analysis document.",
"created_at": "2026-08-26T14:49:00Z",
"display_at": "2026-08-26T14:49:00Z",
"id": "01M0Z8QFNFTJ576FR855MCHCBT",
"incident_id": "01M0Z7E7TYHZ6AHM14M297WNQA",
"status": "resolved",
"updated_at": "2026-08-28T13:45:16Z"
},
{
"body": "We're seeing partial recovery for Fin answering questions.",
"created_at": "2026-08-26T14:39:57Z",
"display_at": "2026-08-26T14:39:57Z",
"id": "01M0Z86X173FHXHSX2CYQN0JDA",
"incident_id": "01M0Z7E7TYHZ6AHM14M297WNQA",
"status": "identified",
"updated_at": "2026-08-26T14:39:57Z"
},
{
"body": "We're investigating Fin not answering conversations in the USA hosting region.",
"created_at": "2026-08-26T14:26:29Z",
"display_at": "2026-08-26T14:26:29Z",
"id": "01M0Z7E7TYX2Q9DD8YJFQFCTWJ",
"incident_id": "01M0Z7E7TYHZ6AHM14M297WNQA",
"status": "investigating",
"updated_at": "2026-08-26T14:26:29Z"
}
],
"name": "Fin not answering in the USA region",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-08-26T14:49:00Z",
"status": "resolved",
"updated_at": "2026-08-28T13:44:51Z"
},
{
"created_at": "2026-08-19T23:12:02Z",
"id": "01M0E4QH1G16VAJKSDHH7T77D1",
"impact": "major",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour.",
"created_at": "2026-08-19T23:45:02Z",
"display_at": "2026-08-19T23:45:02Z",
"id": "01M0E6KYVQ36E4RXA7K8YZFS7X",
"incident_id": "01M0E4QH1G16VAJKSDHH7T77D1",
"status": "resolved",
"updated_at": "2026-08-19T23:45:02Z"
},
{
"body": "We have implemented a fix and are monitoring. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-08-19T23:40:39Z",
"display_at": "2026-08-19T23:40:39Z",
"id": "01M0E6BXMR1SA64VQNGAK1HX9T",
"incident_id": "01M0E4QH1G16VAJKSDHH7T77D1",
"status": "monitoring",
"updated_at": "2026-08-19T23:40:39Z"
},
{
"body": "We're seeing issues with our Shopify integration. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-08-19T23:12:02Z",
"display_at": "2026-08-19T23:12:02Z",
"id": "01M0E4QH1GKQRQY0FYBGV0CVVG",
"incident_id": "01M0E4QH1G16VAJKSDHH7T77D1",
"status": "investigating",
"updated_at": "2026-08-19T23:12:02Z"
}
],
"name": "Issues with Shopify integration",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-08-19T23:45:02Z",
"status": "resolved",
"updated_at": "2026-08-19T23:45:02Z"
},
{
"created_at": "2026-08-03T14:22:24Z",
"id": "01KZ4027X05FC0T5NH57QSF0EJ",
"impact": "minor",
"incident_updates": [
{
"body": "Between 13:35 UTC and 15:53 UTC customers experienced degraded search performance in the Inbox. Intermittently during the initial period of the investigation, some customers experienced conversations that failed to load in the Inbox. This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to team@fin.ai if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-08-03T20:03:54Z",
"display_at": "2026-08-03T20:03:54Z",
"id": "01KZ4KKHA6WN7YANP6TTCWMEP9",
"incident_id": "01KZ4027X05FC0T5NH57QSF0EJ",
"status": "resolved",
"updated_at": "2026-08-05T21:39:51Z"
},
{
"body": "We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-08-03T16:18:58Z",
"display_at": "2026-08-03T16:18:58Z",
"id": "01KZ46QNHF4SWAEMR0CTGGR6N3",
"incident_id": "01KZ4027X05FC0T5NH57QSF0EJ",
"status": "monitoring",
"updated_at": "2026-08-03T16:18:58Z"
},
{
"body": "We believe we have identified the root cause and are currently working through mitigation steps.\n\nPlease be assured that we are still working to mitigate this issue and will update here as soon as we have more information.",
"created_at": "2026-08-03T15:17:29Z",
"display_at": "2026-08-03T15:17:29Z",
"id": "01KZ43732F92XAHN8W7N0ZWNTY",
"incident_id": "01KZ4027X05FC0T5NH57QSF0EJ",
"status": "investigating",
"updated_at": "2026-08-03T15:17:29Z"
},
{
"body": "We're seeing issues with Intercom. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-08-03T14:22:24Z",
"display_at": "2026-08-03T14:22:24Z",
"id": "01KZ4027X0K4255JKNXYQ4QN8X",
"incident_id": "01KZ4027X05FC0T5NH57QSF0EJ",
"status": "investigating",
"updated_at": "2026-08-03T14:22:24Z"
}
],
"name": "Inbox experience degraded performance ",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-08-03T20:03:54Z",
"status": "resolved",
"updated_at": "2026-08-11T08:52:25Z"
},
{
"created_at": "2026-07-15T15:21:57Z",
"id": "01KXK5XKQV3JZAPT7XJJRS1X5B",
"impact": "minor",
"incident_updates": [
{
"body": "Fin is back to normal. Between 14:45 - 15:30 UTC, Fin was slower than usual in the US hosting region.",
"created_at": "2026-07-15T15:45:36Z",
"display_at": "2026-07-15T15:45:36Z",
"id": "01KXK78XX708ZN26049KFSDRAS",
"incident_id": "01KXK5XKQV3JZAPT7XJJRS1X5B",
"status": "resolved",
"updated_at": "2026-07-15T15:45:36Z"
},
{
"body": "We're investigating Fin being slower than usual to answer questions, in the USA hosting region.",
"created_at": "2026-07-15T15:21:57Z",
"display_at": "2026-07-15T15:21:57Z",
"id": "01KXK5XKQVVR8Z01FAM51HQFVQ",
"incident_id": "01KXK5XKQV3JZAPT7XJJRS1X5B",
"status": "identified",
"updated_at": "2026-07-15T15:21:57Z"
}
],
"name": "Fin slowness",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-07-15T15:45:36Z",
"status": "resolved",
"updated_at": "2026-07-15T15:45:36Z"
},
{
"created_at": "2026-07-10T04:57:44Z",
"id": "01KX567269834MWDDQVTG5BT0V",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-07-10T05:21:35Z",
"display_at": "2026-07-10T05:21:35Z",
"id": "01KX57JQ60DY02SNZVZNEKTDMX",
"incident_id": "01KX567269834MWDDQVTG5BT0V",
"status": "resolved",
"updated_at": "2026-07-10T05:21:35Z"
},
{
"body": "We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-07-10T05:18:17Z",
"display_at": "2026-07-10T05:18:17Z",
"id": "01KX57CNXW8MP0FEX0XZ04A3FW",
"incident_id": "01KX567269834MWDDQVTG5BT0V",
"status": "monitoring",
"updated_at": "2026-07-10T05:18:17Z"
},
{
"body": "We're seeing elevated error rates and increased latencies affecting Helpdesk and Fin responses for Australia-hosted workspaces. Our team is aware of the issue and is currently investigating. We will update you here when we have more information.",
"created_at": "2026-07-10T04:57:44Z",
"display_at": "2026-07-10T04:57:44Z",
"id": "01KX567269R8AY9KCTKJNWS506",
"incident_id": "01KX567269834MWDDQVTG5BT0V",
"status": "investigating",
"updated_at": "2026-07-10T05:24:23Z"
}
],
"name": "Elevated errors affecting Helpdesk and Fin",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-07-10T05:21:35Z",
"status": "resolved",
"updated_at": "2026-07-10T05:21:35Z"
},
{
"created_at": "2026-06-24T11:03:51Z",
"id": "01KVWMSY72XK8M19EJB6DXRKFM",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-06-24T11:57:39Z",
"display_at": "2026-06-24T11:57:39Z",
"id": "01KVWQWEFM5HRB1P55QQ7HD3ES",
"incident_id": "01KVWMSY72XK8M19EJB6DXRKFM",
"status": "resolved",
"updated_at": "2026-06-24T11:57:39Z"
},
{
"body": "\niOS users are experiencing login failures when trying to login to Fin - currently investigating root cause",
"created_at": "2026-06-24T11:19:33Z",
"display_at": "2026-06-24T11:19:33Z",
"id": "01KVWNPNCHVTYPB2XMB67G5DZA",
"incident_id": "01KVWMSY72XK8M19EJB6DXRKFM",
"status": "investigating",
"updated_at": "2026-06-24T11:19:33Z"
},
{
"body": "iOS users are experiencing login failures when trying to login to Fin",
"created_at": "2026-06-24T11:09:48Z",
"display_at": "2026-06-24T11:09:48Z",
"id": "01KVWN4TQM8HWSVR00N4Q3J06D",
"incident_id": "01KVWMSY72XK8M19EJB6DXRKFM",
"status": "identified",
"updated_at": "2026-06-24T11:15:17Z"
},
{
"body": "We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.",
"created_at": "2026-06-24T11:03:51Z",
"display_at": "2026-06-24T11:03:51Z",
"id": "01KVWMSY72PTD9X7AC3C2SCHNA",
"incident_id": "01KVWMSY72XK8M19EJB6DXRKFM",
"status": "identified",
"updated_at": "2026-06-24T11:03:51Z"
}
],
"name": "iOS users facing issues logging into Fin",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-24T11:57:39Z",
"status": "resolved",
"updated_at": "2026-06-24T11:57:39Z"
},
{
"created_at": "2026-06-23T17:55:14Z",
"id": "01KVTSYEZYB8808ZXGCXN5MSJ3",
"impact": "major",
"incident_updates": [
{
"body": "The issues with the Help Center in the Australian region are resolved. Apologies for the disruption.",
"created_at": "2026-06-23T21:05:38Z",
"display_at": "2026-06-23T21:05:38Z",
"id": "01KVV4V40EAH5N2RJMZA5H3GHT",
"incident_id": "01KVTSYEZYB8808ZXGCXN5MSJ3",
"status": "resolved",
"updated_at": "2026-06-23T21:05:38Z"
},
{
"body": "We're investigating issues with Fin Help Center in the Australia hosting region.",
"created_at": "2026-06-23T17:55:14Z",
"display_at": "2026-06-23T17:55:14Z",
"id": "01KVTSYEZYRCTPNZ3F4EB98Q4N",
"incident_id": "01KVTSYEZYB8808ZXGCXN5MSJ3",
"status": "investigating",
"updated_at": "2026-06-23T17:55:14Z"
}
],
"name": "Help Center issues in Australia hosting region",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-23T21:05:38Z",
"status": "resolved",
"updated_at": "2026-06-23T21:05:38Z"
},
{
"created_at": "2026-06-12T14:30:36Z",
"id": "01KTY3VWEWKR24PZD733BVV6Z9",
"impact": "minor",
"incident_updates": [
{
"body": "Meta services are back up and running, and we’ve caught up on queued messages.",
"created_at": "2026-06-12T19:13:10Z",
"display_at": "2026-06-12T19:13:10Z",
"id": "01KTYM18K0QHZKB47KYA5YF31S",
"incident_id": "01KTY3VWEWKR24PZD733BVV6Z9",
"status": "resolved",
"updated_at": "2026-06-12T19:13:10Z"
},
{
"body": "There are currently delays in sending and receiving messages to/from Meta properties (Facebook, Instagram, WhatsApp) due to issues on their side. We're monitoring the situation.",
"created_at": "2026-06-12T14:30:36Z",
"display_at": "2026-06-12T14:30:36Z",
"id": "01KTY3VWEWAP0CKBNC10RX2JF2",
"incident_id": "01KTY3VWEWKR24PZD733BVV6Z9",
"status": "identified",
"updated_at": "2026-06-12T14:30:36Z"
}
],
"name": "Delays sending and receiving messages to/from Meta properties (Facebook, Instagram, WhatsApp)",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-12T19:13:10Z",
"status": "resolved",
"updated_at": "2026-06-12T19:13:10Z"
},
{
"created_at": "2026-06-11T09:54:03Z",
"id": "01KTV1MRQ5B5FF50BE434VSW48",
"impact": "major",
"incident_updates": [
{
"body": "For EU customers between 09:34 - 10:18UTC, and AU customers between 09:36 - 10:06UTC Mobile SDK endpoints and mobile push were impaired. This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-06-11T10:33:39Z",
"display_at": "2026-06-11T10:33:39Z",
"id": "01KTV3X95FX2A8SSS3K24WMDG5",
"incident_id": "01KTV1MRQ5B5FF50BE434VSW48",
"status": "resolved",
"updated_at": "2026-06-11T10:34:43Z"
},
{
"body": "We are investing a high rate of errors in the mobile SDK endpoints and mobile push functionality in the EU and Australian hosting regions.",
"created_at": "2026-06-11T09:54:03Z",
"display_at": "2026-06-11T09:54:03Z",
"id": "01KTV1MRQ5RCTKYWA93HR8GA95",
"incident_id": "01KTV1MRQ5B5FF50BE434VSW48",
"status": "identified",
"updated_at": "2026-06-11T09:54:03Z"
}
],
"name": "Mobile SDK endpoints and mobile push impaired in the European and Australian hosting regions",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-11T10:33:39Z",
"status": "resolved",
"updated_at": "2026-08-28T12:13:04Z"
},
{
"created_at": "2026-06-10T13:19:05Z",
"id": "01KTRTZFVZKRNTW66N1G5S8Z4M",
"impact": "minor",
"incident_updates": [
{
"body": "Open browser tabs with old logins to the Intercom app may be causing ongoing login/logout churn - closing old tabs or restarting web browser will prevent this from happening.",
"created_at": "2026-06-10T16:15:38Z",
"display_at": "2026-06-10T16:15:38Z",
"id": "01KTS52RYYHX87AEYV1AKYVDB6",
"incident_id": "01KTRTZFVZKRNTW66N1G5S8Z4M",
"status": "resolved",
"updated_at": "2026-06-10T16:15:38Z"
},
{
"body": "Earlier today at 10:10 UTC many teammates were forced to logout and log back into Intercom. In a small number of cases, server side rate limiting impaired logging back in, causing login loops. We've resolved this issue as of 13:00 UTC. Apologies for any disruption.",
"created_at": "2026-06-10T13:19:05Z",
"display_at": "2026-06-10T13:19:05Z",
"id": "01KTRTZFVZ1N87AKZ2EZ6BVMCP",
"incident_id": "01KTRTZFVZKRNTW66N1G5S8Z4M",
"status": "monitoring",
"updated_at": "2026-06-10T13:19:05Z"
}
],
"name": "Login issues",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-10T16:15:38Z",
"status": "resolved",
"updated_at": "2026-06-10T16:15:39Z"
},
{
"created_at": "2026-04-30T16:58:00Z",
"id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"impact": "minor",
"incident_updates": [
{
"body": "**Resolved**\n\nWe're closing this incident. On April 30, 2026 an attacker published malicious versions of intercom-client (v7.0.4) and intercom-php (v5.0.2). Both were removed from distribution within hours of discovery. No evidence of unauthorized access to customer data or Intercom accounts was found.\n\nIf you installed intercom-client@7.0.4 or intercom-php@5.0.2 on April 30 and haven't already done so, we recommend rotating any credentials configured in that environment. All other versions of both packages are safe.\n\nWe kept the incident open out of an abundance of caution while we completed credential rotation, hardened our infrastructure, and monitored closely for any follow-on activity. We're now satisfied it's fully remediated.",
"created_at": "2026-06-08T11:53:06Z",
"display_at": "2026-06-08T11:53:06Z",
"id": "01KTKH8K9JVZZ882ME5YRVBEAB",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "resolved",
"updated_at": "2026-06-08T11:53:06Z"
},
{
"body": "**Update: Investigation continues - no change to impact\n**\nOur investigation with independent external security partners continues. There is no evidence of unauthorized access to customer data or Intercom accounts. All Intercom services remain fully operational. The only impact has been to the compromised packages reported previously. The compromised versions (intercom-client@7.0.4 and intercom-php@5.0.2) were removed and safe versions remain available.\n\nSince our last update, we have completed credential rotation and continued hardening our development environment with additional security controls.\n\nWe will post a final update when we are ready to close this incident.",
"created_at": "2026-05-18T12:39:35Z",
"display_at": "2026-05-18T12:39:35Z",
"id": "01KRXHJMKK5BJNNCMBENKM0EQP",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-18T12:39:35Z"
},
{
"body": "**Update: Continuing investigation**\n\nOur investigation continues with support from independent external security partners. We continue to find no evidence of unauthorised access to customer data or Intercom accounts. All Intercom services remain fully operational.\n\nYou are only potentially affected if your developers installed intercom-client@7.0.4 (npm) or intercom-php@5.0.2 during the affected window on April 30. The compromised package versions (intercom-client@7.0.4 and intercom-php@5.0.2) remain removed. Safe versions: intercom-client@7.0.3 and intercom-php@5.0.1. If you do not use these developer packages to interact with the Intercom REST API, you are not impacted.\n\nWe are keeping this incident open while we complete our remediation and investigation. We will update this page when we are ready to close it out.",
"created_at": "2026-05-06T09:01:49Z",
"display_at": "2026-05-06T09:01:49Z",
"id": "01KQY8B8CTPMA59GWVBC3026SR",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-06T09:01:49Z"
},
{
"body": "**Investigation and remediation continue**\n\nSince our last update:\n\n• Credential rotation across affected systems is nearing completion\n\n• We have engaged independent external security partners to conduct a full assessment\n\n• Additional protections against malicious packages have been deployed alongside our existing security tooling\n\n• We continue to find no evidence of unauthorized access to customer data or Intercom accounts\n\n\nThe compromised package versions (intercom-client@7.0.4 and intercom-php@5.0.2) have been removed. Safe versions are available: intercom-client@7.0.3 and intercom-php@5.0.1.\n\nGitHub Security Advisories with full technical details:\n- intercom-client: [GHSA-54pg-9963-v8vg](https://github.com/intercom/intercom-node/security/advisories/GHSA-54pg-9963-v8vg)\n- intercom-php: [GHSA-gr3r-crp5-qrrm](https://github.com/intercom/intercom-php/security/advisories/GHSA-gr3r-crp5-qrrm)\n\nWe will continue to provide updates here as our investigation progresses.",
"created_at": "2026-05-04T11:06:17Z",
"display_at": "2026-05-04T11:06:17Z",
"id": "01KQSANQSNB4X5PQH76ZM5A1C5",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-04T11:06:17Z"
},
{
"body": "The iOS Distribution Certificate has been revoked and all impacted releases have been re-signed with a new certificate.\n\nIf your builds are failing, follow the instructions [here](https://github.com/intercom/intercom-ios/wiki/Codesigning-Issue) to update.\n\nThis only affects developers who build apps that include the Intercom iOS SDK versions 19.5.6 and 19.5.7. It does not affect Intercom customers who use the Intercom product, their end users, or apps already on the App Store.\n\nThese changes relate only to iOS integrations and do not affect the Android SDK or web Messenger.",
"created_at": "2026-05-01T13:24:16Z",
"display_at": "2026-05-01T13:24:16Z",
"id": "01KQHVC70K2WZB03XNJC45SWPV",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-01T13:24:16Z"
},
{
"body": "As part of our investigation, we identified that the Apple Distribution Certificate used to sign our iOS SDK was potentially exposed. We have found no evidence that this certificate has been misused, but as a precaution we have revoked the certificate.\n\nThis only affects developers who build apps that include the Intercom iOS SDK. It does not affect Intercom customers who use the Intercom product (Messenger, inbox, help center, etc.) or their end users. Apps already on the App Store are not affected.\n\nSpecifically, this affects versions 19.5.6 and 19.5.7 of the following packages:\n\n- intercom-ios (https://github.com/intercom/intercom-ios)\n\n- intercom-ios-sp (https://github.com/intercom/intercom-ios-sp)\n\n \n\nIf you are using either of these versions, your builds will fail until you update to a newly signed version.\n\nInstructions for resolving this will be available shortly.\n\nThis change relates only to iOS integrations and do not affect the Intercom Android SDK, or the web Messenger.",
"created_at": "2026-05-01T11:51:56Z",
"display_at": "2026-05-01T11:51:56Z",
"id": "01KQHP359R2N031WSDHE39F2CK",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-01T13:21:16Z"
},
{
"body": "Both malicious package versions (intercom-client@7.0.4 and intercom-php@5.0.2) have been removed and are no longer available for download. Safe versions have been restored. \n\nGitHub Security Advisories have been published for both packages, enabling automated alerts via Dependabot and npm audit.\n\n• \u003chttps://github.com/intercom/intercom-node/security/advisories/GHSA-54pg-9963-v8vg\u003e\n\n• \u003chttps://github.com/intercom/intercom-php/security/advisories/GHSA-gr3r-crp5-qrrm\u003e\n\n\nWe have been working with Wiz and Socket.dev directly to understand and mitigate impact from this event. As a precaution, we are rotating all credentials across all affected systems. We have found no evidence of unauthorized access to customer data or accounts. The impact has been limited to developer tooling.\n\n\nWe will continue with remediation and share another update when we can.",
"created_at": "2026-05-01T09:55:21Z",
"display_at": "2026-05-01T09:55:21Z",
"id": "01KQHFDPAN10VFCV7HDW9030PY",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-01T09:55:21Z"
},
{
"body": "We are continuing to investigate the malicious version of the intercom-client package.\n\nWe have now confirmed that **intercom-php@v5.0.2 was also compromised**, between 20:53 UTC and 22:37 UTC on 2026-04-30. A safe version of v5.0.2 has since been restored.\n\n \n\nIf you installed or updated intercom-php during this window, we recommend you:\n\n• Uninstall and reinstall the package from a clean source\n\n• Rotate any credentials (API keys, tokens, cloud credentials) that were accessible from the affected environment\n\n \n\nWe will share further details as they become available.",
"created_at": "2026-05-01T00:26:14Z",
"display_at": "2026-05-01T00:26:14Z",
"id": "01KQGEVKP8FV6CPKZ4DS5T7X35",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "monitoring",
"updated_at": "2026-05-01T00:26:14Z"
},
{
"body": "We are continuing to investigate the malicious version of the intercom-client package. \n\nWe have now confirmed that **intercom-php@v5.0.2 was also compromised**, between 20:53 UTC and 22:37 UTC on 2026-04-30. A safe version of v5.0.2 has since been restored.\n\n \n\nIf you installed or updated intercom-php during this window, we recommend you:\n\n• Uninstall and reinstall the package from a clean source\n\n• Rotate any credentials (API keys, tokens, cloud credentials) that were accessible from the affected environment\n\n \n \n\nWe will share further details as they become available.",
"created_at": "2026-04-30T23:00:30Z",
"display_at": "2026-04-30T23:00:30Z",
"id": "01KQG9YM5JCH96FJAHAXD5KP8N",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "investigating",
"updated_at": "2026-04-30T23:00:30Z"
},
{
"body": "We are investigating reports that a malicious version (`7.0.4`) of the `intercom-client` npm package was briefly published earlier today.\nThe latest legitimate version is `7.0.3`. The impact is contained to the node SDK which is used to access Intercom APIs.\n\n\nIf you installed `intercom-client@7.0.4`, we recommend:\n\n• removing the package immediately\n\n• rotating any credentials (API keys, tokens, cloud credentials) that were accessible from that environment\n\nWe are actively investigating and will share more information as it becomes available.",
"created_at": "2026-04-30T16:58:00Z",
"display_at": "2026-04-30T16:58:00Z",
"id": "01KQFN6VS6F59H2XG9E89MHP7N",
"incident_id": "01KQFN6VS6ARP1XBR1K1SBYY59",
"status": "investigating",
"updated_at": "2026-04-30T21:09:25Z"
}
],
"name": "Investigating: Compromised version of intercom-client npm package and intercom-php ",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-08T11:53:06Z",
"status": "resolved",
"updated_at": "2026-06-08T11:53:06Z"
},
{
"created_at": "2026-06-01T11:03:40Z",
"id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"impact": "minor",
"incident_updates": [
{
"body": "On June 1, 2026, between approximately 11:08 UTC and 13:24 UTC, a small subset of customers experienced degraded performance across Fin and Inbox. During this period, affected customers may have experienced inbox loading issues, delays in conversation updates, message delivery failures, conversation assignment issues, and disruptions to Fin replies.\n\nThis issue is now resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-06-01T13:23:06Z",
"display_at": "2026-06-01T13:23:06Z",
"id": "01KT1NMC2GZHTZY7VWB0C08ATA",
"incident_id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"status": "resolved",
"updated_at": "2026-06-01T13:24:55Z"
},
{
"body": "We are seeing signs of recovery for more affected customers and are continuing to monitor the situation closely. We will provide another update once we are confident that full recovery is complete.",
"created_at": "2026-06-01T12:43:02Z",
"display_at": "2026-06-01T12:43:02Z",
"id": "01KT1KB01EM5GP69A7ZQPRCAFY",
"incident_id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"status": "monitoring",
"updated_at": "2026-06-01T12:43:02Z"
},
{
"body": "We have implemented a fix and are seeing signs of recovery for some affected customers. We are continuing to monitor the situation closely and will provide another update once we are confident that the full recovery is complete.",
"created_at": "2026-06-01T11:58:04Z",
"display_at": "2026-06-01T11:58:04Z",
"id": "01KT1GRNGHATJDQBBCS1RJ18DN",
"incident_id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"status": "monitoring",
"updated_at": "2026-06-01T11:58:04Z"
},
{
"body": "We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.",
"created_at": "2026-06-01T11:31:13Z",
"display_at": "2026-06-01T11:31:13Z",
"id": "01KT1F7GX5RE2Z7Y9TXFJVSWAA",
"incident_id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"status": "identified",
"updated_at": "2026-06-01T11:31:13Z"
},
{
"body": "We are currently investigating an issue affecting a small subset of customers. \n\nImpacted customers may experience inbox loading issues, delays in conversation updates, assignment failures, issues applying attributes, problems sending or receiving messages, or Fin reply disruptions. \n\nOur team is actively working to identify the root cause and mitigate the impact. We will provide updates here as soon as more information becomes available.",
"created_at": "2026-06-01T11:03:40Z",
"display_at": "2026-06-01T11:03:40Z",
"id": "01KT1DN1VSJ5PS8D4KYJN352TA",
"incident_id": "01KT1DN1VSSHNMAYB5N6CD69PY",
"status": "investigating",
"updated_at": "2026-06-01T13:03:54Z"
}
],
"name": "Degraded Performance Across Fin and Inbox Services",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-06-01T13:23:06Z",
"status": "resolved",
"updated_at": "2026-06-03T14:05:15Z"
},
{
"created_at": "2026-05-21T11:09:09Z",
"id": "01KS53K6R2AMPDWJB8PGQ0VM6B",
"impact": "minor",
"incident_updates": [
{
"body": "The issue is resolved, reporting data is up to date.",
"created_at": "2026-05-21T19:25:58Z",
"display_at": "2026-05-21T19:25:58Z",
"id": "01KS600WD2Y30J39323QCS4XP8",
"incident_id": "01KS53K6R2AMPDWJB8PGQ0VM6B",
"status": "resolved",
"updated_at": "2026-05-21T19:25:58Z"
},
{
"body": "Workspaces in the USA hosting region may be experiencing incomplete historical data in reporting features since May 19th. We are backfilling data and should be up to date later today.",
"created_at": "2026-05-21T11:09:09Z",
"display_at": "2026-05-21T11:09:09Z",
"id": "01KS53K6R2SJF790CJSE1E8322",
"incident_id": "01KS53K6R2AMPDWJB8PGQ0VM6B",
"status": "identified",
"updated_at": "2026-05-21T11:14:49Z"
}
],
"name": "Stale reporting data",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-05-21T19:25:58Z",
"status": "resolved",
"updated_at": "2026-05-21T19:25:58Z"
},
{
"created_at": "2026-05-20T10:16:34Z",
"id": "01KS2E66S2CR6K1TCQ1WM78RRA",
"impact": "minor",
"incident_updates": [
{
"body": "The issue is resolved. ",
"created_at": "2026-05-20T10:17:53Z",
"display_at": "2026-05-20T10:17:53Z",
"id": "01KS2E8KAN2RMZ99S806A6X611",
"incident_id": "01KS2E66S2CR6K1TCQ1WM78RRA",
"status": "resolved",
"updated_at": "2026-05-20T10:17:53Z"
},
{
"body": "Between 09:08 - 09:28 UTC, images were not loading in the Intercom inbox. Apologies for the disruption.",
"created_at": "2026-05-20T10:16:34Z",
"display_at": "2026-05-20T10:16:34Z",
"id": "01KS2E66S2F0F7Z8PF18X316Q2",
"incident_id": "01KS2E66S2CR6K1TCQ1WM78RRA",
"status": "monitoring",
"updated_at": "2026-05-20T10:16:34Z"
}
],
"name": "Images not loading in the inbox",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-05-20T10:17:53Z",
"status": "resolved",
"updated_at": "2026-05-20T10:17:53Z"
},
{
"created_at": "2026-04-27T11:43:41Z",
"id": "01KQ7C166NZA1BF7NGWN205C5S",
"impact": "major",
"incident_updates": [
{
"body": "On April 27, 2026, between approximately 11:14 UTC and 12:52 UTC, customers hosted in our Australia region experienced errors and timeouts when using the Intercom REST API. Requests to the API would fail with timeout errors. Fin, the Intercom Inbox, and the Messenger were not affected during this window.\n\n \n\nConfirmed that the fix implemented resolved the issue, service is operating normally. ",
"created_at": "2026-04-27T12:51:54Z",
"display_at": "2026-04-27T12:51:54Z",
"id": "01KQ7FY2V4MHAK20EP705SYEEG",
"incident_id": "01KQ7C166NZA1BF7NGWN205C5S",
"status": "resolved",
"updated_at": "2026-04-27T15:01:41Z"
},
{
"body": "We have implemented a change and are monitoring for recovery. We’ll let you know when we are confident in our recovery is completed.",
"created_at": "2026-04-27T12:48:37Z",
"display_at": "2026-04-27T12:48:37Z",
"id": "01KQ7FR29VHSPB6VSNWQSAE86B",
"incident_id": "01KQ7C166NZA1BF7NGWN205C5S",
"status": "monitoring",
"updated_at": "2026-04-27T12:48:37Z"
},
{
"body": "The deployed fix did not resolve the issue. Team are continuing to investigate. We will update the status as soon as have identified the issue",
"created_at": "2026-04-27T12:33:20Z",
"display_at": "2026-04-27T12:33:20Z",
"id": "01KQ7EW3EPG7A0Q1V6KD9AYEHS",
"incident_id": "01KQ7C166NZA1BF7NGWN205C5S",
"status": "investigating",
"updated_at": "2026-04-27T12:33:20Z"
},
{
"body": "We have implemented a change and are monitoring for recovery. We’ll let you know when we are confident in our recovery is completed.",
"created_at": "2026-04-27T12:08:19Z",
"display_at": "2026-04-27T12:08:19Z",
"id": "01KQ7DE98N2NDFA100GYA25ZVK",
"incident_id": "01KQ7C166NZA1BF7NGWN205C5S",
"status": "monitoring",
"updated_at": "2026-04-27T12:08:19Z"
},
{
"body": "We're seeing issues with the REST API in the Australia hosting region. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-04-27T11:43:41Z",
"display_at": "2026-04-27T11:43:41Z",
"id": "01KQ7C166N3Y16CX0F4C58NH70",
"incident_id": "01KQ7C166NZA1BF7NGWN205C5S",
"status": "investigating",
"updated_at": "2026-04-27T11:43:41Z"
}
],
"name": "Errors on the REST API in Australia",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-27T12:51:54Z",
"status": "resolved",
"updated_at": "2026-04-27T19:15:38Z"
},
{
"created_at": "2026-04-21T23:30:28Z",
"id": "01KPS6318RP9JT44WRA7A4PMV5",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-04-22T01:07:12Z",
"display_at": "2026-04-22T01:07:12Z",
"id": "01KPSBM5905TZPXMTRJ10ZR1D4",
"incident_id": "01KPS6318RP9JT44WRA7A4PMV5",
"status": "resolved",
"updated_at": "2026-04-22T01:07:12Z"
},
{
"body": "We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.",
"created_at": "2026-04-22T00:55:49Z",
"display_at": "2026-04-22T00:55:49Z",
"id": "01KPSAZ9QPKBBM0BPH82K0RE6G",
"incident_id": "01KPS6318RP9JT44WRA7A4PMV5",
"status": "monitoring",
"updated_at": "2026-04-22T00:55:49Z"
},
{
"body": "We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.",
"created_at": "2026-04-22T00:03:02Z",
"display_at": "2026-04-22T00:03:02Z",
"id": "01KPS7YNH6TX8HN1Q4MG8M68ZR",
"incident_id": "01KPS6318RP9JT44WRA7A4PMV5",
"status": "identified",
"updated_at": "2026-04-22T00:03:02Z"
},
{
"body": "Fin is currently experiencing difficulties affecting some customers. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.",
"created_at": "2026-04-21T23:30:28Z",
"display_at": "2026-04-21T23:30:28Z",
"id": "01KPS6318R3AH329XNEZX4V9FJ",
"incident_id": "01KPS6318RP9JT44WRA7A4PMV5",
"status": "investigating",
"updated_at": "2026-04-22T08:08:22Z"
}
],
"name": "Fin is experiencing issues",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-22T01:07:12Z",
"status": "resolved",
"updated_at": "2026-04-27T13:52:55Z"
},
{
"created_at": "2026-04-21T11:13:29Z",
"id": "01KPQVXJ31TJH3VH7AK9ZZ4HZ2",
"impact": "critical",
"incident_updates": [
{
"body": "On April 21, 2026, between 09:57 UTC and 10:24 UTC, Fin was unable to reliably respond to customer conversations in the EU region. \n\nThe issue has now been resolved and Fin is operating as expected. We will follow up with a full Root Cause Analysis once we understand the technical details of the issue.",
"created_at": "2026-04-21T11:13:29Z",
"display_at": "2026-04-21T10:24:00Z",
"id": "01KPQVXJ3141YX4ERRXPAD2ABP",
"incident_id": "01KPQVXJ31TJH3VH7AK9ZZ4HZ2",
"status": "resolved",
"updated_at": "2026-04-21T11:13:29Z"
},
{
"body": "Fin's ability to deliver responses to customers is degraded. We are investigating the issue.",
"created_at": "2026-04-21T11:13:29Z",
"display_at": "2026-04-21T09:57:00Z",
"id": "01KPQVXJ31S9YQVF7Q2KZT0T99",
"incident_id": "01KPQVXJ31TJH3VH7AK9ZZ4HZ2",
"status": "investigating",
"updated_at": "2026-04-21T11:13:29Z"
}
],
"name": "Fin AI Agent Degraded ",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-21T10:24:00Z",
"status": "resolved",
"updated_at": "2026-04-21T15:57:50Z"
},
{
"created_at": "2026-04-15T16:57:48Z",
"id": "01KP917Q2TZA6MV52X2974WT3N",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-04-15T17:29:03Z",
"display_at": "2026-04-15T17:29:03Z",
"id": "01KP930XZJN81043E1DDYJ9P16",
"incident_id": "01KP917Q2TZA6MV52X2974WT3N",
"status": "resolved",
"updated_at": "2026-04-15T17:29:03Z"
},
{
"body": "We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.",
"created_at": "2026-04-15T17:20:03Z",
"display_at": "2026-04-15T17:20:03Z",
"id": "01KP92GF9JBGW85W947QS5JKB0",
"incident_id": "01KP917Q2TZA6MV52X2974WT3N",
"status": "identified",
"updated_at": "2026-04-15T17:20:03Z"
},
{
"body": "Fin is currently experiencing delayed response times. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.",
"created_at": "2026-04-15T16:57:48Z",
"display_at": "2026-04-15T16:57:48Z",
"id": "01KP917Q2TXR0NK25VW48DDKX2",
"incident_id": "01KP917Q2TZA6MV52X2974WT3N",
"status": "investigating",
"updated_at": "2026-04-15T16:57:48Z"
}
],
"name": "Fin is experiencing issues",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-15T17:29:03Z",
"status": "resolved",
"updated_at": "2026-04-15T17:29:03Z"
},
{
"created_at": "2026-04-14T11:29:15Z",
"id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"impact": "critical",
"incident_updates": [
{
"body": "The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally.\n\n \n\n**What happened:** \n\nBetween 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point.\n\nAt 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. \n\nAt 13:00 UTC Fin AI Agent and Fin Voice were functioning as normal for new conversations.\n\nAt approximately 13:05 UTC we retried any pending Fin conversations that had not yet been actioned by a teammate on workspaces.\n\n \n\nEU and AU regions were not impacted by this incident.\n\n \n\n**What's next:**\n\nReporting data for affected customer workspaces may be incomplete for the duration of the incident window. We are investigating a method for backfilling this data and will provide a follow-up update once that is complete.\n\nA full root cause analysis will be forthcoming once all details of the incident have been established.\n\n \n\nWe apologize for the disruption to your business.",
"created_at": "2026-04-14T14:57:57Z",
"display_at": "2026-04-14T14:57:57Z",
"id": "01KP67ZHZXNZ3VNYZT49VN94T6",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "resolved",
"updated_at": "2026-04-14T14:57:57Z"
},
{
"body": "The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally.\n\n \n\n**What happened: **\n\nBetween 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point.\n\n \n\nAt 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. \n\n \n\nAt 13:00 UTC Fin AI Agent and Fin Voice were functioning as normal for new conversations.\n\n \n\nAt approximately 13:05 UTC we retried any pending Fin conversations that had not yet been actioned by a teammate on workspaces.\n\n \n\nEU and AU regions were not impacted by this incident.\n\n \n\n**What's next:**\n\nReporting data for affected customer workspaces may be incomplete for the duration of the incident window. We are investigating a method for backfilling this data and will provide a follow-up update once that is complete.\n\n \n\nA full root cause analysis will be forthcoming once all details of the incident have been established.\n\n \n\nWe apologize for the disruption to your business.",
"created_at": "2026-04-14T13:33:18Z",
"display_at": "2026-04-14T13:33:18Z",
"id": "01KP634HZ71X9680F37ZZPCHWG",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "monitoring",
"updated_at": "2026-04-14T13:33:18Z"
},
{
"body": "As of 13:00 UTC, Fin and Fin Voice are operating normally for new conversations.\n\nFor conversations during the incident that Fin did not respond and a teammate responded, Fin will not engage.\n\nFor conversations where Fin or a teammate did not respond, Fin should re-engage with the conversation.\n\nWe are continuing to re-drive conversations from the period. ",
"created_at": "2026-04-14T13:19:02Z",
"display_at": "2026-04-14T13:19:02Z",
"id": "01KP62AE4FX0R3DF7YEN4P6ZCQ",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "monitoring",
"updated_at": "2026-04-14T13:19:02Z"
},
{
"body": "Fin is replying to conversations, but still cannot escalate to a human agent when necessary. Our team has identified a fix for this issue and is working on applying it.",
"created_at": "2026-04-14T12:40:41Z",
"display_at": "2026-04-14T12:40:41Z",
"id": "01KP60468XAAVFQEGHFX7S18TZ",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "identified",
"updated_at": "2026-04-14T12:40:41Z"
},
{
"body": "We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.",
"created_at": "2026-04-14T12:15:12Z",
"display_at": "2026-04-14T12:15:12Z",
"id": "01KP5YNHPAH5EYTC77BXSAQ11F",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "identified",
"updated_at": "2026-04-14T12:15:12Z"
},
{
"body": "We have identified the root cause and are working on a mitigation. \n\n \n\nCustomer Impact: \n\nFin is not currently responding to conversations with those conversations being assigned to the default inbox. There is no data loss. \n\nFin Voice is not successfully handing off conversations to teammates. ",
"created_at": "2026-04-14T11:53:17Z",
"display_at": "2026-04-14T11:53:17Z",
"id": "01KP5XDDQGZ5JX2Z8B6E08NC1A",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "investigating",
"updated_at": "2026-04-14T12:02:52Z"
},
{
"body": "Our team is continuing to investigate. We'll update you here as soon as we have more specific information.",
"created_at": "2026-04-14T11:42:09Z",
"display_at": "2026-04-14T11:42:09Z",
"id": "01KP5WS0NB2JXSD98GMXMNSGEJ",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "investigating",
"updated_at": "2026-04-14T11:42:09Z"
},
{
"body": "Fin is currently experiencing difficulties. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.",
"created_at": "2026-04-14T11:29:15Z",
"display_at": "2026-04-14T11:29:15Z",
"id": "01KP5W1CYVHYV4SE00GDP7TDHK",
"incident_id": "01KP5W1CYVWF4G8F48E5RPE8Q1",
"status": "investigating",
"updated_at": "2026-04-14T11:29:15Z"
}
],
"name": "Fin is experiencing issues",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-14T14:57:57Z",
"status": "resolved",
"updated_at": "2026-04-15T14:19:19Z"
},
{
"created_at": "2026-04-11T15:48:10Z",
"id": "01KNYKNB5B8B89ND63KJ1KY64Z",
"impact": "minor",
"incident_updates": [
{
"body": "This issue should now be resolved and all services are restored to normal functionality.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour",
"created_at": "2026-04-11T15:50:19Z",
"display_at": "2026-04-11T15:50:19Z",
"id": "01KNYKS8WAS3D03CAAAQVTKHYA",
"incident_id": "01KNYKNB5B8B89ND63KJ1KY64Z",
"status": "resolved",
"updated_at": "2026-04-11T15:50:19Z"
},
{
"body": "We experienced elevated 5xx errors with our help center product between 16:00 UTC to 16:40 UTC. The issue has been resolved and all functionality should be back to normal.\n\nPlease don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour.",
"created_at": "2026-04-11T15:48:10Z",
"display_at": "2026-04-11T15:48:00Z",
"id": "01KNYKNB5BNSRNK2TZR8YWRHZZ",
"incident_id": "01KNYKNB5B8B89ND63KJ1KY64Z",
"status": "resolved",
"updated_at": "2026-04-11T15:48:10Z"
}
],
"name": "Elevated 5xx errors on Help Center",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-11T15:48:00Z",
"status": "resolved",
"updated_at": "2026-04-11T15:50:19Z"
},
{
"created_at": "2026-04-08T18:22:58Z",
"id": "01KNQ5AMXK14QSDCAT2917XBAQ",
"impact": "major",
"incident_updates": [
{
"body": " \n\nBetween ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow. \n\nThis issue should now be resolved and all services are restored to normal functionality. ",
"created_at": "2026-04-09T07:35:29Z",
"display_at": "2026-04-09T07:35:29Z",
"id": "01KNRJNS65PZW8VZ8PKKSDYAAH",
"incident_id": "01KNQ5AMXK14QSDCAT2917XBAQ",
"status": "resolved",
"updated_at": "2026-04-09T07:35:29Z"
},
{
"body": "We are seeing a subset of customers intermittently affected by delays in email forwarding in the Intercom Inbox. \n\n \n\nOur team is actively investigating the issue. We’ll update you here as soon as we have more specific information. ",
"created_at": "2026-04-08T19:17:40Z",
"display_at": "2026-04-08T19:17:40Z",
"id": "01KNQ8ESS8HQ13J4JR1TRGG3EF",
"incident_id": "01KNQ5AMXK14QSDCAT2917XBAQ",
"status": "investigating",
"updated_at": "2026-04-08T19:17:40Z"
},
{
"body": "We're seeing issues with Intercom related to Inbox and email forwarding specifically across all regions. \n\nOur team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.",
"created_at": "2026-04-08T18:22:59Z",
"display_at": "2026-04-08T18:22:58Z",
"id": "01KNQ5AMXK66P1PJSB7T878PSS",
"incident_id": "01KNQ5AMXK14QSDCAT2917XBAQ",
"status": "investigating",
"updated_at": "2026-04-08T18:22:59Z"
}
],
"name": "Email Forwarding is experiencing difficulties ",
"page_id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"resolved_at": "2026-04-09T07:35:29Z",
"status": "resolved",
"updated_at": "2026-04-09T07:35:29Z"
}
],
"page": {
"id": "01J0K0GDABNZ5YHF7DWB9QV4PC",
"name": "Fin",
"updated_at": "2026-09-16T17:19:03Z",
"url": "https://www.finstatus.com/"
}
}